Quality for Service
Organizations

 Implementation of ISO 9001:2000 for
 Service Sector
Overview
   ISO is the International Organization for Standardization.
   It is made up of national standards institutes...
What are Standards
   Standards are documented agreements containing
    technical specification or other precise criteri...
How are ISO standard developed
in Service Sector?
   ISO follows principles.
    ◦ Consensus
    ◦ Industry Wide
    ◦ Vo...
Certifying Bodies

   Several Certifying bodies like
    ◦   BVQI
    ◦   BIS
    ◦   KPMG
    ◦   DNV
    ◦   TUV
ISO Certificates in Different Service
Sector
•        ISO 9000-Quality Management System Certificate
•        ISO 14001-En...
Difference Between Product Company /
 Service Company
     Product Company                   • Service Company
       ◦ C...
WHAT                                  Solve 
                      HOW you          Whole
Customer 
                      ...
What is Quality
     Meeting agreed requirements between organization and
      customer
     Full feeling legal require...
What is Quality Management
System
 ISO 9000, the international standard specifies Quality Management
  System, requiremen...
QMS Aspects
1. Management Responsibility
2. Resource Management (Men, Material,
   Money and Methods)
3. Making & Deliveri...
3. Making & Delivering Product

 PDCA-Plan, Do, Check, Act Cycle
 Quality Plan
 Customer Requirement
 Purchase
 Produ...
Quality Plan

•   Means what you want?
•   How you going to achieve your goal?
•   More detail quality plan more effect to...
Customer Requirements
                                     Confirm the audience’s needs if
                              ...
Purchase

a.   Item, service, subcontract
b.   Have a process for selecting vendors
c.   Method of verifying if this vendo...
Production/Service Plan

a.   Production/service schedule plan
     depends on business nature (how)
b.   Equipments
c.   ...
1. Management Responsibility
   Management Commitment
   Customer focus
   Quality policy
   Planning
    ◦ Quality ob...
2. Resource Management
 Provision of Resources
 Human Resources
    ◦ General
    ◦ Competence, Awareness, and Training
...
4.Monitoring and Improving Product
   General
   Monitoring and Measurement
    ◦ Customer Satisfaction
    ◦ Internal Q...
How to Achieve Service Quality

 Defining service Quality
 Process Interaction
 Service Mix
 Service Validation
 Serv...
Service Failure/Recovery
 Types of Complaints/Non Conformities
 Non Availability of Equipment
 Non Availability of Staf...
Benefits of Good Services
   Customers Loyalty
    ◦   Repeat business
    ◦   Positive word of mouth
    ◦   Premium of ...
Quality Management Principle
 Customer Focus
 Leadership
 Continual Improvement
 Facts Based Decision Making
 Involve...
Steps in ISO

There are various points which defines the way a
company or an organization can get the certificate.
Quality For Service Organizations
Upcoming SlideShare
Loading in …5
×

Quality For Service Organizations

14,553 views

Published on

Quality for Service Organization related to ISO

Published in: Education, Technology, Business
  • Hey, very nice site. I came across this on Google, and I am stoked that I did. I will definately be coming back here more often. Wish I could add to the conversation and bring a bit more to the table, but am just taking in as much info as I can at the moment.

    iso 9000
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Hi Trupti,
    I am impressed with your presentation.
    I really liked this.
    Thanks for sharing your useful knowledge to us.

    Many Thanks
    Vinod Patel
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Quality For Service Organizations

  1. 1. Quality for Service Organizations Implementation of ISO 9001:2000 for Service Sector
  2. 2. Overview  ISO is the International Organization for Standardization.  It is made up of national standards institutes from countries large and small, industrialized, developing or in transition in all regions of the world  ISO develops voluntary technical standards, which add value to all type of business applications  ISO –non governmental sector-establish in 1947  ISO standards help raise levels of quality, safety, reliability, efficiency, compatibility and interchangeability and provide these benefits at an economical cost.
  3. 3. What are Standards  Standards are documented agreements containing technical specification or other precise criteria to be used consistently as rules, guidelines or definition of charactics, to ensure that materials, products, processes and services are fit for their purpose
  4. 4. How are ISO standard developed in Service Sector?  ISO follows principles. ◦ Consensus ◦ Industry Wide ◦ Voluntary On this principles ISO can be applied to all service sectors
  5. 5. Certifying Bodies  Several Certifying bodies like ◦ BVQI ◦ BIS ◦ KPMG ◦ DNV ◦ TUV
  6. 6. ISO Certificates in Different Service Sector •        ISO 9000-Quality Management System Certificate •        ISO 14001-Environment Management System •        QS 9000- Quality System for automotive industry •        SA 8000- Social Accountability (retailer and manufacture) •        HACCP- Hazard Analysis Critical Control Points (food safety certification) •        OHSAS 18001 – Occupational Health and Safety Certification Software Specific:  CMM  Six Sigma  ISO 27000 – (Internet security Management)
  7. 7. Difference Between Product Company / Service Company  Product Company • Service Company ◦ Client Interface low • Client interface high ◦ Specification verifiable (customize) easily • Interpretation and ◦ Variability low perception • Variability high Service Sector Issues -Intangibility  -Heterogeneity/Personal  Dependency  -Value Perception  -Demand Fluctuations  -Simultaneous Production and  Delivery  -Customer’s Participation in  Delivery  -Timeliness  -Inconsistencies  -Infrastructure 
  8. 8. WHAT  Solve  HOW you Whole Customer   will provide  problem  Wants  Customer knows Yes No You  knows Yes No
  9. 9. What is Quality  Meeting agreed requirements between organization and customer  Full feeling legal requirements  Full feeling your own organization’s requirements Purpose of Quality •Customer Satisfaction •Consistency of Service/Production  “ The Quality of Product is largely determined by the Quality of the process that is used to develop and maintain it.”- By juran, Deming. Based on TQM
  10. 10. What is Quality Management System  ISO 9000, the international standard specifies Quality Management System, requirement for use where an organization’s capability to provide confirming products and/or services needs to be demonstrated.  ISO 9000 is aimed primarily at achieving CUSTOMER SATISFACTION by meeting customer and applicable regulatory requirements through application of the system, its continual improvement and the prevention of non-conformities at all stages.  The standard requirements are generic and apply to all product categories and any industry sector.  It is applicable to all type and sizes of organizations and can also be used by internal and external parties.
  11. 11. QMS Aspects 1. Management Responsibility 2. Resource Management (Men, Material, Money and Methods) 3. Making & Delivering a Product 4. Monitoring & Improving your Product/Process
  12. 12. 3. Making & Delivering Product  PDCA-Plan, Do, Check, Act Cycle  Quality Plan  Customer Requirement  Purchase  Production/Service Plan
  13. 13. Quality Plan • Means what you want? • How you going to achieve your goal? • More detail quality plan more effect to customers • What we provide, how, when etc. • Detail plan depends on customer, service etc • If you have proper plan, you can offer missing things.
  14. 14. Customer Requirements  Confirm the audience’s needs if you are not sure Quality Value  State the needs of the audience  Requirements, offers, agreed requirement cycle  Agreed requirement –people Customer who deliver it should be agreed Satisfaction  Review it  Simply draw attention  Additional requirement (Change management) Service
  15. 15. Purchase a. Item, service, subcontract b. Have a process for selecting vendors c. Method of verifying if this vendor will be suitable for your organization d. “Purchase order”- complete details of product/service you want e. Verify your received product f. Evaluate/monitor performance of vendor
  16. 16. Production/Service Plan a. Production/service schedule plan depends on business nature (how) b. Equipments c. Instruments d. Work instruction e. Periodic /In process checking-Inspection f. Calibrated instruments.
  17. 17. 1. Management Responsibility  Management Commitment  Customer focus  Quality policy  Planning ◦ Quality objectives ◦ Quality management system planning  Responsibility, authority, and communication ◦ Responsibility and authority ◦ Management representative ◦ Internal communications  Management review ◦ General ◦ Review input ◦ Review output
  18. 18. 2. Resource Management  Provision of Resources  Human Resources ◦ General ◦ Competence, Awareness, and Training  Infrastructure  Work Environment
  19. 19. 4.Monitoring and Improving Product  General  Monitoring and Measurement ◦ Customer Satisfaction ◦ Internal Quality Audit ◦ Stage wise Monitoring and Measurement of Product/Processes  Control of Nonconforming product  Analysis of Data  Improvement ◦ Continual Improvement ◦ Corrective action ◦ Preventive action
  20. 20. How to Achieve Service Quality  Defining service Quality  Process Interaction  Service Mix  Service Validation  Service Control Condition  Training and Service personal Policy  Service Delivery Validation  Dimension of customer Perception  Work Environment
  21. 21. Service Failure/Recovery  Types of Complaints/Non Conformities  Non Availability of Equipment  Non Availability of Staff  Service Tolerance  Service Recovery Policies  Data Analysis Tools and Techniques  Why customers don’t complaint?
  22. 22. Benefits of Good Services  Customers Loyalty ◦ Repeat business ◦ Positive word of mouth ◦ Premium of good service ◦ Cross selling  Job Satisfaction ◦ Morale ◦ Pride of ownership
  23. 23. Quality Management Principle  Customer Focus  Leadership  Continual Improvement  Facts Based Decision Making  Involvement of people  Process Approach  System Approach  Mutually beneficial suppliers/associates relationships
  24. 24. Steps in ISO There are various points which defines the way a company or an organization can get the certificate.

×